Dispatcher

Trust 1 Services; Quincy (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

Trust 1 Heating, Cooling, Plumbing in Quincy, MA is seeking a driven Dispatcher to own the ServiceTitan dispatch board and coordinate daily operations. You will assign and adjust jobs by technician skill, priority, location, and efficiency while monitoring weather and traffic to keep schedules tight.

Responsibilities include customer communication, ETAs, confirmations, technician coordination, and ensuring proper documentation and invoicing.

Qualifications

• Proven dispatch experience in a home services environment.
• Strong knowledge of ServiceTitan preferred.
• Exceptional multitasking and prioritization skills.
• Calm, confident communicator under pressure.
• Detail-oriented with high accountability.

Responsibilities

• Daily Dispatch & Schedule Management on ServiceTitan from open to close.
• Assign and adjust jobs based on technician skill, priority, location and efficiency.
• Monitor weather, traffic, and call volume to proactively adjust schedules.
• Customer Communication: notify delays, manage ETAs, confirmations, and updates.
• Coordinate technicians, debriefs, and ensure proper documentation and first-call confirmations.
• Oversee materials, parts, and inventory, purchase orders, and cost allocation.
• Review invoices for completeness and accuracy; batch invoices daily.

Skills

Dispatch experience

ServiceTitan knowledge

Multitasking

Prioritization

Calm communication

Detail oriented

Tools

ServiceTitan

Job description

At Trust 1 Heating, Cooling, Plumbing, we’re more than just a home services company—we’re a family that works hard, supports one another, and celebrates wins together. Right now, we’re on the lookout for a driven, organized, and people-loving Dispatcher to be the central hub of our daily operations. If you're the kind of person who thrives on solving problems, keeping things running like clockwork, and loves a buzzing office atmosphere—we want to hear from you! Responsibilities: Daily Dispatch & Schedule Management Own the ServiceTitan dispatch board from open to close Assign and adjust jobs based on: Technician skill set Job priority (including P5 emergencies) Location and efficiency Reassign jobs in real time to prevent: Technician idle time Missed arrival windows Customer dissatisfaction Monitor weather, traffic, and call volume to proactively adjust schedules Customer Communication & Experience Proactively notify customers of delays before arrival windows are missed Send and manage ETAs, confirmations, and updates via text and phone Handle emergency and same-day requests with urgency and professionalism Ensure next-day job confirmations are completed via automated texts and outbound calls Technician Coordination & Accountability Confirm technician availability daily and manage call-outs Maintain consistent communication with techs for: ETAs Job progress Schedule changes Ensure technicians complete: Debriefs Job notes Required documentation Confirm all techs have a confirmed first call each morning Materials, Parts & Inventory Oversight Verify technicians are properly prepared with required parts and materials before dispatch, whenever possible When technicians need to visit a supply house: Create and document Purchase Orders (POs) as required Ensure proper job and cost allocation Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.) Identify repeat issues and communicate trends to management for process improvement Review materials used on every job at closeout to ensure: Accuracy Proper job costing Alignment with work performed Flag discrepancies, missing materials, or potential errors before invoices are finalized Job Closeout, Documentation & Financial Accuracy Ensure all jobs are: Properly debriefed Closed out same day Fully documented in ServiceTitan Maintain clear, pinned notes for critical job updates Review invoices for completeness and accuracy Batch completed invoices daily for bookkeeping Track follow-ups, reschedules, and open tasks to completion Forward Planning & Operational Readiness Review schedules for: Tomorrow The following two days Priority-tag jobs and identify opportunities to: Pull high-priority work forward Prevent cancellations Coordinate closely with: CSRs Service Managers Install Managers Support installation coordination to ensure smooth, delay-free installations Reporting & Performance Visibility Send end-of-day summaries to leadership highlighting: Wins Issues Opportunities Maintain strong performance against dispatch KPIs (outlined below) Key Performance Indicators (KPIs) Success in this role is measured by: Dispatch Board Optimization & Overall Efficiency Customer Notification Timeliness Job Reassignment Efficiency Job Closeout & Debrief Compliance Invoice Batching Completion Rate ServiceTitan Documentation Accuracy Future Schedule Readiness (Next 2 Days) Job Confirmation Completion Rate Qualifications: What We’re Looking For: Proven dispatch experience in home services (HVAC, Plumbing, Electrical preferred) Strong working knowledge of ServiceTitan (preferred) Exceptional multitasking and prioritization skills Calm, confident communicator — especially under pressure Detail-oriented with high accountability Comfortable holding technicians and processes to standard Forward-thinking mindset (you don’t just react — you plan) Compensation: $60,000 - $75,000 yearly

Daily Dispatch & Schedule Management Own the ServiceTitan dispatch board from open to close Assign and adjust jobs based on: Technician skill set Job priority (including P5 emergencies) Location and efficiency Reassign jobs in real time to prevent: Technician idle time Missed arrival windows Customer dissatisfaction Monitor weather, traffic, and call volume to proactively adjust schedulesCustomer Communication & Experience Proactively notify customers of delays before arrival windows are missed Send and manage ETAs, confirmations, and updates via text and phone Handle emergency and same-day requests with urgency and professionalism Ensure next-day job confirmations are completed via automated texts and outbound callsTechnician Coordination & Accountability Confirm technician availability daily and manage call-outs Maintain consistent communication with techs for: ETAs Job progress Schedule changes Ensure technicians complete: Debriefs Job notes Required documentation Confirm all techs have a confirmed first call each morningMaterials, Parts & Inventory Oversight Verify technicians are properly prepared with required parts and materials before dispatch, whenever possible When technicians need to visit a supply house: Create and document Purchase Orders (POs) as required Ensure proper job and cost allocation Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.) Identify repeat issues and communicate trends to management for process improvement Review materials used on every job at closeout to ensure: Accuracy Proper job costing Alignment with work performed Flag discrepancies, missing materials, or potential errors before invoices are finalizedJob Closeout, Documentation & Financial Accuracy Ensure all jobs are: Properly debriefed Closed out same day Fully documented in ServiceTitan Maintain clear, pinned notes for critical job updates Review invoices for completeness and accuracy Batch completed invoices daily for bookkeeping Track follow-ups, reschedules, and open tasks to completionForward Planning & Operational Readiness Review schedules for: Tomorrow The following two days Priority-tag jobs and identify opportunities to: Pull high-priority work forward Prevent cancellations Coordinate closely with: CSRs Service Managers Install Managers Support installation coordination to ensure smooth, delay-free installationsReporting & Performance Visibility Send end-of-day summaries to leadership highlighting: Wins Issues Opportunities Maintain strong performance against dispatch KPIs (outlined below)Key Performance Indicators (KPIs)Success in this role is measured by: Dispatch Board Optimization & Overall Efficiency Customer Notification Timeliness Job Reassignment Efficiency Job Closeout & Debrief Compliance Invoice Batching Completion Rate ServiceTitan Documentation Accuracy Future Schedule Readiness (Next 2 Days) Job Confirmation Completion Rate

Compensation: $60,000-$75,000 per year